Making Business Easy

Interesting story from Katherine Eitel Belt. Read the whole thing.

I appreciate the precious minutes, and sometimes even the hours, that are saved by a company who offers a quick and effortless way to make purchases, return items, process repetitive tasks, and make or change appointments.

So why then did it take me almost three days to get my son in to see a dentist in Austin, Texas when he needed a root canal? I’m serious. Almost three days!

Source: Making Business Easy | LionSpeak

In the linked article Katherine describes her frustration trying to get a series of dental offices to answer the phone and provide even a basic level of customer service. One thing she does not mention, but I suspect is true, is that the dentists have no idea how awful their staffs are answering the phone and engaging new patients. Based on Katherine’s experience they have probably lost dozens of potential new patients and are completely clueless.

Katherine makes the case that the team members need more training is telephone and customer service skills and I agree they certainly seem to. Which circles back to one of my primary concerns.

Training Training Training

I am constantly urging dentists to understand and use digital technology more effectively. There are several digital systems that may have helped the dental offices that failed Katherine do a better job. However no technology will help if the people using it do not have training, do not use it properly and even more importantly do not have an attitude of servitude and genuinely care about the patient experience.

This from a guy named Bill Gates, who reportedly knows a thing or two about technology and business.

“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency.

The second is that automation applied to an inefficient operation will magnify the inefficiency.”